IT support has become an integral part of any business. From troubleshooting technical issues to managing network systems, IT support plays a crucial role in ensuring smooth operations and customer satisfaction.
One of the key areas where IT support is particularly important is customer service. In this article, we’ll explore how IT support helps improve customer service and why it’s essential for businesses to invest in this vital service.
Let’s Define Customer Support
Customer service is the support you provide your customers before and after they purchase your products or services. It involves delivering proactive and immediate assistance to customers on the communication channel of their choice. Nowadays, it is considered a strategic function for businesses. 84% of agents view themselves as customer advocates and brand ambassadors.
What is a Customer IT Support Service?
Customer support is a specialized service that provides technical assistance to customers who use a company’s products and services. This term is often used in the context of technology and SaaS companies that offer intricate IT solutions, and whose customers require continuous technical help.
The Benefits of IT Support for Customer Service
Faster Communication
Businesses can benefit from certain tech features that provide faster communication and more direct results, resulting in convenient and speedy service for customers. This is important because 75% of businesses have lost customers due to long wait times.
Automation
Self-service options that have intuitive automation features can help customers get the answers they need in a shorter amount of time. Automation not only saves time but also reduces costs in resources and overhead.
Valuable Data Insights
Additionally, it allows customer service representatives to work smarter and faster. By utilizing tools to gain visibility over customer buying habits and preferences, businesses can make better-informed decisions on customer service, leading to greater customer satisfaction and retention.
Technology Solutions for Enhanced Customer Service
Technology solutions for enhanced customer service refer to the use of digital tools and software applications to improve the quality of customer service provided by businesses.
These solutions can include chatbots, self-service portals, virtual assistants, mobile apps, and other similar tools that leverage artificial intelligence, machine learning, and other advanced technologies to automate and streamline various aspects of customer service.
By implementing these solutions, businesses can provide faster, more personalized, and more efficient customer service, which can lead to increased customer satisfaction, loyalty, and retention. Furthermore, technology solutions for enhanced customer service can also help businesses reduce operational costs, improve productivity, and gain valuable insights into customer behavior and preferences.
What Do Your Customers Prefer?
The following customer service channels are the most popular:
According to recent research, 57% of customers prefer to communicate through email for routine business inquiries. Email is a highly automated and efficient method of communication that provides ample space for customers to explain their queries in detail. Moreover, businesses can take their time to thoroughly investigate customer support issues before responding. Email is also useful in introducing customers to a wider range of products and services.
Live chat
In recent years, there has been a growing trend among customers to use online chat or live support to get in touch with businesses. According to studies, 42% of customers now prefer this channel of communication as it brings them the advantage of immediacy and quick access to call center helpers. This mode of communication provides customers with the convenience of getting their queries resolved quickly without having to wait on hold for long periods of time. Additionally, it allows businesses to offer personalized and effective customer service, thereby enhancing the overall customer experience.
Phone support
According to recent surveys, 59% of customers prefer to speak with a live agent on the phone to get their queries answered or issues resolved. However, automation technology plays a crucial role in supporting the call center representative by quickly providing access to relevant information and answers while they are stationed at a computer screen.
Online support portals
Only 18% of customers believe that support portals are adequate in meeting their needs. Support portals generally contain information on frequently asked questions, product use instructions, return policies, and other resources. These portals can also serve as a means to encourage customers to seek self-help and reduce the demand for live chat customer service.
Social media
Another survey indicated that only 21% of customers prefer to use Facebook, Twitter, or other social media platforms to reach out to product or service providers. The majority of customers avoid using social media as a means of customer support due to concerns about privacy and the absence of traditional customer service features.
The Challenges of Implementing Technology for Customer Service
The rapid advancements in technology have brought about numerous benefits, including improved efficiency and convenience. However, when it comes to implementing technology for customer service, businesses may encounter various challenges.
Closing The Technological Knowledge Gap
One of the primary challenges is ensuring that the technology is user-friendly and accessible to customers with different levels of technological expertise. Additionally, companies may need to invest significant resources in training their employees to use the new technology effectively.
Investing In Reliable Technology and Software
Another challenge is ensuring that the technology is reliable, secure, and can handle a high volume of customer inquiries without experiencing downtime.
Aligning Goals
Finally, companies must ensure that the technology they implement aligns with their overall customer service strategy and goals.
To overcome these challenges, companies should carefully evaluate their options and work with experienced technology partners to implement solutions that meet their specific needs.
Expert IT Support For Your Customer Service
“Our IT support isn’t just about fixing problems; it’s about empowering your team to excel with seamless technology experiences that keep your business ahead of the curve.”
said Grant Eckstrom, CISSP and Partner at Succurri.
Are you ready to take your IT support to the next level?
Contact Succurri today to learn more about our expert services and how we can help improve your customer service. Don’t wait – give your customers the support they deserve!
